SENIOR MANAGER - Everise BPO Services
(2023-04 - 2026-07)
- End to End WFM– Planning till execution
- Analyzing metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level across multiple Client programs
- Keeping abreast of new industry tools to make sure Everise is at the forefront of cutting-edge solutions
- Interacting with Internal partners/Clients and developing long term relationships
- Closely working alongside Operational team members to ensure that all client-partner and company goals and objectives are met
- Developing solutions, strategies and action plans to improve business performance and client success
- Ensuring consistency, quality and timelines of deliverables for assigned projects
SENIOR BUSINESS ANALYST - OPTUM
(2022-06 - 2023-04)
- WFM Tech Project Management–Working with automation teams to Ensure manual reporting's are moved to automated dashboards through Rigorous Work Breakdown Structure in turn bringing in WFM staff efficiency across verticals
- Senior Leadership Team–Supporting WFM stakeholders by collating information across sites to present Final presentation for Business Reviews And Site Visits
- WFM University – Training material preparation for Talent mobility within organization to help resource growth to next level
- Leading calls with stakeholders to bring out solutions for pain point area's In day-to-day work
SENIOR MANAGER WORKFORCE MANAGEMENT - WEBHELPINDPVTLTD
(2020-07 - 2022-06)
- Regular quality audits, ensuring high-quality Workforce Management
- Planning and process development
- Performance Measurement
- Conducting Process Health Check with Account Planning Managers to ensure no deviation to the set Process
- Presenting Campaign level Performance to Senior Leadership Team
MANAGER WORKFORCE MANAGEMENT - WEBHELPINDPVTLTD
(2018-04 - 2020-06)
- Provide critical in put in regards to the annual budgeting and Forecasting process, while providing recommendations for viable and innovative staffing plans
- Regular quality audits, ensuring a high-quality Workforce Management
- Mapping business requirements; coordinating in development and implementation of processes in line with the pre-set guidelines
- Undertaking responsibilities of removing unnecessary procedures in Processes, ensuring uniformity in the process understanding at the client's And the organization's end
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Client Servicing & Quality Assurance
- Supervising workforce operations for rendering and achieving quality services
- Setting out quality standards for various workforce areas & conducting experience, while adhering to the SLAs and work processes
- Planning and process development
- Contribute to Client calls, Client reviews and Management review meetings
- Facilitate to meet contractual obligations and client expectations
- Performance Measurement of People and Process
- Accountable for Client's requirements
- Communicate performance measurement parameters
- Measure Project performance by using performance parameters
- Periodically review Project performance and chalk out plan to meet the needs of the client
RELATIONSHIP MANAGER WFM (ASST MANAGER) - WEBHELPINDPVTLTD
(2015-12 - 2018-03)
- Ensure client satisfaction by achieving SLA targets through efficient capacity planning and maintaining optimum staffing levels for Aviation, Retailing, TrainLine & Courier Services worth daily average volumes of 30000 Voice/Non Voice
- Close monitoring and optimizing of production headcount to ensure accurate staffing levels
- Partnering with the management team of the delivery center to ensure that service goals are achieved across all call center operations. Facilitate the review and analysis of factors impacting service delivery performance
- Continuously review data to provide insight and to develop strategies to optimize performance
- Close monitoring of production seats and seat utilization, decommission of excess seats due to fluctuation or drop in volumes ensuring cost optimization
- Represent WFM across Functional meetings, and support initiatives and projects
- Exceptional exposure towards applications such as CMS, Genesys, Scheduling Tool-IEX, Blue Pumpkin, Teleopti & Verint
TEAM LEADER WFM - IYOGI TECHNICAL SERVICES PVT LTD
(2015-01 - 2015-12)
- Leading a team of RealTime & Scheduling Associates and motivating them to Plan/Achieve SLAs through Intraday Level Analysis
- Consistently achieving KPIs and SLAs set by the clients with a strict adherence to Quality parameters
- Driven 0 WFM attritions month on month ensuring optimum productivity from the team
- Mentoring, Feed forward and Coaching the team to enhance performance
- Organizes team meeting, briefing to update associates on any process changes etc
- Initiates and administers Rewards and Recognition program for the team
- Point of contact for external client communication
ASSISTANT MANAGER OPERATIONS SUPPORT (WFM) - TELEPERFORMANCE
(2012-01 - 2015-01)
TEAM LEADER (WFM) - TELEPERFORMANCE
(2011-01 - 2011-12)
ANALYST (WFM) - TELEPERFORMANCE
(2008-01 - 2010-12)
